How to Quiet the Ego and Lead with Humility

Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees...
2020 Sponsor Wall of Fame

Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company:...

Use Agent Voice DNA to Improve Contact Center Hiring Results

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...

Are Microskills the Key to Surviving the Bots?

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...
Ryan Lester, LogMeIn, Sponsor Q&A

Executive Interview with LogMeIn’s Ryan Lester

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...

Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first...

The Top 5 Mistakes Companies Make with Remote Work

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...

Inside View: Annette Franz, CCXP

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

Springing Forward Might Affect Contact Center Forecast Accuracy

Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight...

Operation Social Media… 2020

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe...